BUS-G02 Utilizing Self-Service Straight-Through Processing for Improved Customer Satisfaction and Business Results
Richard Brown,Senior Offering Manager, ICS Industry Solutions
Jerh O’Connor, Chief Programmer, ICS Industry Templates
Self-service capabilities are critical to customer satisfaction in today’s marketplace. An organization that cannot provide 24x7 self-service access is operating at a serious disadvantage. However, a self-service front end, no matter how compelling, will not be successful without efficient, seamless back office processing. Delivering efficient and effective service requires combining customer self-service with straight-through processing so that transactions are initiated and processed as quickly and efficiently as possible. This session will explore how IBM Customer Experience Suite and IBM Employee Experience combine to deliver an exceptional customer experience. (Level: Introductory)
This video is a recording of a session held at the Exceptional Web Experience Conference, Chicago 2013. The video duration is approximately 50 minutes and contains audio.
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